V2 Rubric Detail — 4f8e4d4e-668c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 18:27
Duration
7m 45s
Contact
Tim Jergen
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133279
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Associating account to the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp4.29/5
Overall45.2% (+11.2)

V2 Grader Summary

The agent incorrectly informed the customer that linking a router to a cloud account is discontinued, contradicting official KB documentation which confirms this feature is still supported for the MX5300 via https://linksyssmartwifi.com. While the agent demonstrated ownership and communication skills, the technical inaccuracy prevented resolution and left the customer without the correct solution, resulting in an Unresolved outcome.

V1 Case Analysis

Customer unable to link MX5300 to cloud account; agent incorrectly stated cloud linking is discontinued.

Troubleshooting Steps
  • Collected model number and serial number
  • Asked if customer could log in via router password
  • Claimed cloud linking is discontinued after internal check
Key Observations
  • Agent provided factually incorrect information at [05:00]–[07:00] stating that cloud account linking is discontinued, which contradicts Linksys KB and constitutes a critical accuracy failure.
  • No verification of router admin password or local access capability was performed, despite its relevance to cloud linking.
  • No warranty check or support eligibility discussion occurred, despite opening script referencing warranty.
  • Agent failed to offer any self-help resources, KB articles, or email follow-up despite unresolved issue.
  • Call ended abruptly after misinformation without confirming customer understanding or offering escalation path.
Positive Highlights
  • Agent collected correct model number and serial number early in the call at [02:00].
  • Agent attempted to clarify login method by asking whether customer was using router password vs account login at [04:00].
  • Call was relatively concise with minimal hold time or looping.
Agent Errors / Gaps
  • Provided materially false technical information that cloud-based router association is discontinued (contradicts KB), at [05:00]–[07:00].
  • Failed to guide customer through correct cloud linking procedure, including verifying admin credentials and ensuring router is online and reachable on the network.
  • Did not provide any alternative support path such as KB article reference, email follow-up, or escalation option.
  • Did not confirm warranty status or support eligibility despite raising the topic in opening script.
  • Prematurely closed call without validating outcome or setting concrete next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent stated that linking a router to a cloud account is discontinued, which is incorrect per KB; the feature is still supported, so the issue was not resolved and the customer was given false information.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent asked if the customer tried using the router password and said she would check, but did not guide the customer through correct steps like visiting https://linksyssmartwifi.com to link the router.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly concluded the feature was discontinued and did not pursue the correct resolution path (linking via cloud account), which is available per KB for MX5300.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified the symptom (cannot find router in app) and asked one relevant question, but did not diagnose root cause (e.g., cloud account not linked via web) or explore alternatives.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent claimed to 'double check' internally but did not use or reference official KB documentation; relied on potentially outdated personal knowledge instead of verified tools.
T3 Not Met No misinformation conf 95%
Agent stated that linking a router to a cloud account is discontinued, which directly contradicts linksys_cloud_account.md, which confirms remote access and account linking are supported for MX5300.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but had long unexplained silences while 'checking' and did not set expectations about what she was verifying or how long it would take.
C2 Met Confirmed understanding conf 85%
Agent used simple, non-technical language and confirmed understanding by restating the customer’s intent to access remotely.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case, did not transfer, and attempted to resolve it within her scope despite providing incorrect information.
O2 Not Met Proactive follow-through conf 90%
Agent provided a final but incorrect resolution (feature discontinued), leaving the customer with no accurate next steps to achieve their goal.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was within L1 scope and resolvable with correct information.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent thanked the customer for waiting and ended the call politely, showing patience and professionalism.
X2 Met Tone & rapport conf 85%
Agent matched the customer’s pace, remained calm, and used a courteous tone throughout.
X3 Partially Met Overall experience conf 80%
Agent avoided asking for repeated information but failed to reduce effort by providing the correct path (e.g., https://linksyssmartwifi.com) to resolve the issue.
Call Transcript12 turns · 13 lines
Speaker 1
Welcome to the podcast. My name's Tim.
00:00
Speaker 2
Welcome to Linksys support to ensure quality service, your call may be monitored for in warranty products. Our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If un-unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue. Thank you for calling Linksys. My name is Cheryl. Look out.
00:00
Speaker 1
I'm just having trouble linking a router system that is already working and set up in my house to an account because I I realize I never made an account on your app. And the app cannot seem to find the the the router system. So it it prompts you on the app to to to give support a call, which is you guys. Yeah. So so I don't I don't have, I don't know. Basically, man, I I have an existing Linsys router. It is connected. I have Wi-fi, it works well. I don't have a Linsys account. So I made a Linsys account. I now have a Linsys account. And when you log into your account, it says, hey, do you want to link this account with your router system? We can either set up a new router system or you can you can merge your account with an existing router.
01:00
Speaker 2
Okay. So just to make sure, you're trying to log in to the app using your account, right? Are you doing remote, are you planning to do remote access? Yeah.
01:00
Speaker 1
system. And so you try to do that and it searches for the router system, says, hey, connect to the same Wi-Fi and then we'll find your router and you just click this button and it searches and when I try to do that, it says, we can't find your router. Call customer support. So that's where I'm at right now. Yes, I've got the serial number for you which is: 32N10M as in Montana. 39900319 and then you need the model number as well. Model number is MX5300- 5- 3- - 0 o.
02:00
Speaker 2
What is the model number and the serial number of feelings as Fratter? Yeah. What's the model number? All right.
02:00
Speaker 1
Tim Jergur. [silence] T-J-E-R-G-E-R@ protonmail.com. [silence] Metronet. [silence] I think they're owned by T-Mobile Fiber. [silence]
03:00
Speaker 2
What is your first name and last name? [silence] What is your email address? [silence] And who is your internet provider? [silence]
03:00
Speaker 1
Uh, so, I can get, so, okay. When you log in on the app, there's two ways to log in. You can either create an account, right? Or you can just login via the router. I can log in via the router just fine. That all works. But I wanted to make an account because specifically when your internet is down and you don't have access to the router, the router is not working properly. there's no way to get into your account because you don't have one, right? And so what I'm trying to do is I'm trying to make an account, which I've done, I've made an account. And now I just want the account to recognize that my router is a part of my setup, my system, my account. So I have an account and I've made an account. Now, my question is, is there a way that you can connect your router and let the system know that my router is now part of this account?
04:00
Speaker 2
Have you tried using the router password to log into your Linksys account? Let me make sure that's still possible because as far as I remember I Think it has been discontinued the cloud server I mean. So you can no longer link your account through email, so but let me double check that here. [silence]
04:00
Speaker 1
Okay. Okay. All right. Well, that answers my question. Thank you so much. Have a great day. Yeah. Bye.
07:00
Speaker 2
I thank you so much for patiently waiting on the line. So I double checked that here and it it seems like it's really discontinued. So you can no longer associate your account to um your email handler. You can only log in using the local access. You too, have a great day.
07:00